Customer Service Manager at Fadac Resources

Job Summary 

• Our client is a Telecommunications and Information Technology company revolutionizing broadband access and solutions in emerging markets.
• They are engineers and problem-solvers working diligently to provide affordable, accessible, reliable broadband and technology solutions that cater to homes and businesses. Due to expansion, they are in need of a Customer Service Manager

Responsibilities

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Work with other team members to from other departments dedicated to the same client account to ensure the highest quality of service delivery and all client needs met
• Improve onboarding processes.
• Evaluate and improve tutorials and other communication infrastructure.
• Mediate between clients and the organization.
• Handle and resolve customer requests and complaints.
• Learn from complaints and use customer feedback to improve services.
• Develop relationships with key stakeholders, including partners and key community groups.

Requirements

• At least 3 -5 year’s experience in IT services industry
• Capable of developing and improving our Customer Service approach, strategy and implementation
• An analytical mind with attention to detail, with particular focus on qualitative data when reviewing performance.
• The ability to use your own initiative, balance priorities and work with minimal supervision.
• Self-motivated and passionate about improving the quality of customer service.
• Highly organized and able to multi-task.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills.
• Demonstrate leadership qualities.
• High computer literacy and ability to learn new software.
• Knowledge of customer success processes.
• Experience in document creation.